Customer Experience Executive

Team Jobs - Commercial; England; On-site; GBP 26,000 - 28,000; Full time

Job summary

TeamJobs in Poole, Dorset is seeking a Customer Experience Executive to deliver outstanding service across phone, email and digital channels. You will support direct consumers and wholesale customers, maintaining accurate records in Sage200 and collaborating with Operations, Marketing and Finance to enhance the customer journey.

This role requires a customer-focused, detail-oriented professional who thrives in a fast-paced environment and is available Monday to Friday in Poole.

Qualifications

• Minimum experience in customer service, support or contact centre.
• Excellent written and verbal communication skills.
• Strong telephone manner and professional email etiquette.
• Ability to manage multiple priorities effectively.

Responsibilities

• Be the first point of contact for customers via phone, email and digital channels.
• Provide product guidance, order information and stock updates; resolve issues where possible.
• Handle returns, exchanges and chargebacks with accurate records.
• Support both B2C and B2B customers, including wholesale inquiries and account details.
• Collaborate with internal teams (Operations, Marketing, Production, Finance) to improve processes and customer experience.
• Maintain customer records and orders in Sage200.

Skills

Customer service

Communication

Telephone etiquette

Multitasking

Problem solving

MS Office

Tools

Sage200

Outlook

Excel

Word

Job description

Customer Experience Executive

Poole, Dorset | £26,000 - £28,000 DOE | Monday to Friday

TeamJobs are delighted to be recruiting for a Customer Experience Executive to join a growing and well-established business based in Poole.

This is a fantastic opportunity for someone who is passionate about delivering exceptional customer service and enjoys working in a fast-paced environment. You'll play a key role in supporting both direct consumers and wholesale customers, ensuring every interaction reflects the company's commitment to outstanding customer experience.

What you'll be doing

As Customer Experience Executive, you'll be the first point of contact for customers, managing enquiries across phone, email and digital channels.

Your responsibilities will include:

Customer Experience (B2C)

• Responding to customer enquiries regarding products, orders, returns and exchanges
• Providing product advice, sizing guidance and stock information
• Managing customer complaints and finding effective resolutions
• Handling Trustpilot and product reviews, identifying opportunities to improve customer satisfaction
• Managing chargebacks and disputes across Shopify and PayPal
• Supporting marketplace customers and ensuring service level agreements are met
• Maintaining accurate customer records and order information

Customer Experience (B2B & Wholesale)

• Supporting wholesale customers with order queries, deliveries and account information
• Processing new orders, amendments and credit notes
• Providing order data, pricing information and product details
• Working closely with internal departments including Operations, Marketing, Production and Finance

Operational Support

• Supporting internal order processing and stock management
• Assisting with wholesale and clearance order administration
• Maintaining customer accounts within Sage200
• Identifying trends and recurring issues to help improve processes and customer experience
• Supporting trade shows and sales launches when required

What we’re looking for

Essential

• Previous experience in a customer service, customer support or contact centre environment
• Excellent written and verbal communication skills
• Strong telephone manner and professional email etiquette
• Ability to manage multiple priorities effectively
• Strong problem-solving skills and attention to detail
• Good working knowledge of Microsoft Office, particularly Outlook, Excel and Word
• Experience using customer service or order management systems

Desirable

• Experience supporting both B2C and B2B customers
• Knowledge of e-commerce platforms and fulfilment processes
• Experience using Sage200 and/or eDesk

About you

We’re looking for someone who is:

• Customer focused and passionate about delivering excellent service
• Positive, professional and approachable
• Highly organised with strong attention to detail
• Comfortable working in a busy, fast-paced environment
• A collaborative team player who enjoys working across departments

Interested?

If you’re looking for an opportunity to join a growing business where customer experience is at the heart of everything they do, we’d love to hear from you.

TJCOM